[ { "key": "JHX3H2D7", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/JHX3H2D7", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/JHX3H2D7", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "numChildren": 0 }, "data": { "key": "JHX3H2D7", "version": 1, "itemType": "webpage", "title": "PubMed Access to Care Collection", "creators": [], "abstractNote": "", "websiteTitle": "", "websiteType": "", "date": "", "publisher": "", "place": "", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/sites/myncbi/collections/public/1RoM1t1F31dJ5dnweKwal_h/", "accessDate": "2010-08-23T19:12:55Z", "shortTitle": "", "language": "", "rights": "", "extra": "", "tags": [], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/XRVKN7JT" }, "dateAdded": "2010-08-23T20:58:38Z", "dateModified": "2010-08-23T20:58:38Z" } }, { "key": "MMSXXDWT", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/MMSXXDWT", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/MMSXXDWT", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Watt et al.", "parsedDate": "2005-01", "numChildren": 1 }, "data": { "key": "MMSXXDWT", "version": 1, "itemType": "journalArticle", "title": "Patient expectations of emergency department care: phase I--a focus group study", "creators": [ { "creatorType": "author", "firstName": "Denise", "lastName": "Watt" }, { "creatorType": "author", "firstName": "William", "lastName": "Wertzler" }, { "creatorType": "author", "firstName": "Gordon", "lastName": "Brannan" } ], "abstractNote": "OBJECTIVES: To assess patient comprehension of emergency department discharge instructions and to describe other predictors of patient compliance with discharge instructions. METHODS: Patients departing from the emergency department of an inner-city teaching hospital were invited to undergo a structured interview and reading test, and to participate in a follow-up telephone interview 2 weeks later. Two physicians, blinded to the other's data, scored patient comprehension of discharge information and compliance with discharge instructions. Inter-rater reliability was assessed using a kappa-weighted statistic, and correlations were assessed using Spearman's rank correlation coefficient and Fisher's exact test. RESULTS: Of 106 patients approached, 88 (83%) were enrolled. The inter-rater reliability of physician rating scores was high (kappa = 0.66). Approximately 60% of subjects demonstrated reading ability at or below a Grade 7 level. Comprehension was positively associated with reading ability (r = 0.29, p = 0.01) and English as first language (r = 0.27, p = 0.01). Reading ability was positively associated with years of education (r = 0.43, p < 0.0001) and first language (r = 0.24, p = 0.03), and inversely associated with age (r = -0.21, p = 0.05). Non-English first language and need for translator were associated with poorer comprehension of discharge instructions but not related to compliance. Compliance with discharge instructions was correlated with comprehension (r = 0.31, p = 0.01) but not associated with age, language, education, years in anglophone country, reading ability, format of discharge instructions, follow-up modality or association with a family physician. CONCLUSIONS: Emergency department patients demonstrated poor reading skills. Comprehension was the only factor significantly related to compliance; therefore, future interventions to improve compliance with emergency department instructions will be most effective if they focus on improving comprehension.", "publicationTitle": "CJEM: Canadian Journal of Emergency Medical Care = JCMU: Journal Canadien De Soins Médicaux D'urgence", "publisher": "", "place": "", "date": "Jan 2005", "volume": "7", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "12-16", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "CJEM", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/17355648", "accessDate": "2010-08-23T20:51:34Z", "PMID": "", "PMCID": "", "ISSN": "1481-8035", "archive": "", "archiveLocation": "", "shortTitle": "Patient expectations of emergency department care", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17355648", "tags": [ { "tag": "TMA ATC--Extra" } ], "collections": [], "relations": {}, "dateAdded": "2010-08-23T20:51:34Z", "dateModified": "2010-08-23T20:51:34Z" } }, { "key": "A63JUHKZ", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/A63JUHKZ", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/A63JUHKZ", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Williams et al.", "parsedDate": "1998-11", "numChildren": 1 }, "data": { "key": "A63JUHKZ", "version": 1, "itemType": "journalArticle", "title": "The meaning of patient satisfaction: an explanation of high reported levels", "creators": [ { "creatorType": "author", "firstName": "B", "lastName": "Williams" }, { "creatorType": "author", "firstName": "J", "lastName": "Coyle" }, { "creatorType": "author", "firstName": "D", "lastName": "Healy" } ], "abstractNote": "The social policy background to the proliferation of patient satisfaction surveys is a desire for increased patient representation and participation. Within this context, it is assumed that satisfaction surveys embody patients' evaluations of services. However, as most surveys report high satisfaction levels, the interpretation of satisfaction as the outcome of an active evaluation has been called into question. The aim of this study is to identify whether and how service users evaluate services. This was made possible through unstructured in-depth interviews with users of mental health services and through more structured discussion around their responses on a patient satisfaction questionnaire (CSQ 18B) whose psychometric properties has been well documented. Twenty-nine people with current or recent contact with mental health services within the British National Health Service were interviewed. The data revealed that service users frequently described their experiences in positive or negative terms. However, the process by which these experiences were transformed into \"evaluations\" of the service was complex. Consequently, many expressions of \"satisfaction\" on the CSQ 18B hid a variety of reported negative experiences. An explanation for this lack of correspondence is outlined.", "publicationTitle": "Social Science & Medicine (1982)", "publisher": "", "place": "", "date": "Nov 1998", "volume": "47", "issue": "9", "section": "", "partNumber": "", "partTitle": "", "pages": "1351-1359", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Soc Sci Med", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/9783878", "accessDate": "2010-08-23T18:57:41Z", "PMID": "", "PMCID": "", "ISSN": "0277-9536", "archive": "", "archiveLocation": "", "shortTitle": "The meaning of patient satisfaction", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 9783878", "tags": [ { "tag": "Bias (Epidemiology)", "type": 1 }, { "tag": "Decision Trees", "type": 1 }, { "tag": "Emotions", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Interviews as Topic", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Mental Health Services", "type": 1 }, { "tag": "Outcome and Process Assessment (Health Care)", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Psychometrics", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "Reproducibility of Results", "type": 1 }, { "tag": "State Medicine", "type": 1 }, { "tag": "TMA ATC--Extra" }, { "tag": "Wales", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2010-08-23T18:57:41Z", "dateModified": "2010-08-23T18:57:41Z" } }, { "key": "P24476Z7", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/P24476Z7", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/P24476Z7", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Dansky and Miles", "parsedDate": "1997", "numChildren": 1 }, "data": { "key": "P24476Z7", "version": 1, "itemType": "journalArticle", "title": "Patient satisfaction with ambulatory healthcare services: waiting time and filling time", "creators": [ { "creatorType": "author", "firstName": "K H", "lastName": "Dansky" }, { "creatorType": "author", "firstName": "J", "lastName": "Miles" } ], "abstractNote": "Customer satisfaction is an important measure of service quality in healthcare organizations. This study investigated the relationship between patient waiting and satisfaction with ambulatory healthcare services, with waiting times divided into segments of the patient-care episode. Two management techniques to alter perceptions of waiting were also examined. Regression models measuring the effect of waiting times on satisfaction found that the total time spent waiting for the clinician was the most significant predictor of patient satisfaction. Informing patients how long their wait would be and being occupied during the wait were also significant predictors of patient satisfaction. These results show that waiting times, even if they cannot be shortened, can be managed more effectively to improve patient satisfaction.", "publicationTitle": "Hospital & Health Services Administration", "publisher": "", "place": "", "date": "1997", "volume": "42", "issue": "2", "section": "", "partNumber": "", "partTitle": "", "pages": "165-177", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Hosp Health Serv Adm", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/10167452", "accessDate": "2010-08-23T18:57:36Z", "PMID": "", "PMCID": "", "ISSN": "8750-3735", "archive": "", "archiveLocation": "", "shortTitle": "Patient satisfaction with ambulatory healthcare services", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 10167452", "tags": [ { "tag": "Acute Disease", "type": 1 }, { "tag": "Adult", "type": 1 }, { "tag": "Ambulatory Care Facilities", "type": 1 }, { "tag": "Appointments and Schedules", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Student Health Services", "type": 1 }, { "tag": "TMA ATC--Extra" }, { "tag": "Time Management", "type": 1 }, { "tag": "United States", "type": 1 }, { "tag": "Universities", "type": 1 }, { "tag": "Waiting Lists", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2010-08-23T18:57:36Z", "dateModified": "2010-08-23T18:57:36Z" } }, { "key": "C8CT44AH", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/C8CT44AH", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/C8CT44AH", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/23639/items/MS7K3GH2", "type": "application/json" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } } }, "data": { "key": "C8CT44AH", "version": 1, "parentItem": "MS7K3GH2", "itemType": "attachment", "linkMode": "linked_url", "title": "Subjective vs. Objective Time Measures: A Note on the Perception of Time in Customer Behavior - Google Scholar", "accessDate": "2010-05-17T21:56:58Z", "url": "http://scholar.google.com/scholar?hl=en&q=Subjective+vs.+Objective+Time+Measures%3A+A+Note+on+the+Perception+of+Time+in+Customer+Behavior&btnG=Search&as_sdt=80000000000000&as_ylo=&as_vis=0", "note": "", "contentType": "text/html", "charset": "utf-8", "tags": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/UCHWN569" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "6GVF6SS2", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/6GVF6SS2", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/6GVF6SS2", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/23639/items/MS7K3GH2", "type": "application/json" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } } }, "data": { "key": "6GVF6SS2", "version": 1, "parentItem": "MS7K3GH2", "itemType": "attachment", "linkMode": "imported_url", "title": "Patient Perceptions of Physicians' Time Management Behaviors: Satisfaction and Expectations - Google Scholar", "accessDate": "2010-05-17T21:29:00Z", "url": "http://scholar.google.com/scholar?q=Patient+Perceptions+of+Physicians%27+Time+Management+Behaviors%3A+Satisfaction+and+Expectations&hl=en&as_sdt=80000000000001&as_sdtp=on", "note": "", "contentType": "text/html", "charset": "utf-8", "filename": "scholar.html", "md5": null, "mtime": 2147483647, "tags": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/U86XCXTT" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "Q5M4D3KX", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/Q5M4D3KX", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/Q5M4D3KX", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/23639/items/MS7K3GH2", "type": "application/json" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } } }, "data": { "key": "Q5M4D3KX", "version": 1, "parentItem": "MS7K3GH2", "itemType": "attachment", "linkMode": "linked_url", "title": "How disconfirmation perception and actual waiting times impact customer satisfaction - Google Scholar", "accessDate": "2010-05-17T21:45:19Z", "url": "http://scholar.google.com/scholar?hl=en&as_sdt=80000000000000&q=How+disconfirmation+perception+and+actual+waiting+times+impact+customer+satisfaction", "note": "", "contentType": "text/html", "charset": "utf-8", "tags": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/2ZEN8XX8" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "HT6R76T8", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/HT6R76T8", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/HT6R76T8", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/23639/items/MS7K3GH2", "type": "application/json" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } } }, "data": { "key": "HT6R76T8", "version": 1, "parentItem": "MS7K3GH2", "itemType": "attachment", "linkMode": "linked_url", "title": "An analysis of customer satisfaction with waiting times in a two-stage service process - Google Scholar", "accessDate": "2010-05-17T22:12:49Z", "url": "http://scholar.google.com/scholar?q=An+analysis+of+customer+satisfaction+with+waiting+times+in+a+two-stage+service+process+&hl=en&as_sdt=80000000000001&as_sdtp=on", "note": "", "contentType": "text/html", "charset": "utf-8", "tags": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/QFJT37EX" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "9Z6SIWGH", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/9Z6SIWGH", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/9Z6SIWGH", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Anderson et al.", "parsedDate": "2007", "numChildren": 1 }, "data": { "key": "9Z6SIWGH", "version": 1, "itemType": "journalArticle", "title": "Willing to wait?: the influence of patient wait time on satisfaction with primary care", "creators": [ { "creatorType": "author", "firstName": "Roger T", "lastName": "Anderson" }, { "creatorType": "author", "firstName": "Fabian T", "lastName": "Camacho" }, { "creatorType": "author", "firstName": "Rajesh", "lastName": "Balkrishnan" } ], "abstractNote": "BACKGROUND: This study examined the relationship between patient waiting time and willingness to return for care and patient satisfaction ratings with primary care physicians. METHODS: Cross-sectional survey data on a convenience sample of 5,030 patients who rated their physicians on a web-based survey developed to collect detailed information on patient experiences with health care. The survey included self-reported information on wait times, time spent with doctor, and patient satisfaction. RESULTS: Longer waiting times were associated with lower patient satisfaction (p < 0.05), however, time spent with the physician was the strongest predictor of patient satisfaction. The decrement in satisfaction associated with long waiting times is substantially reduced with increased time spent with the physician (5 minutes or more). Importantly, the combination of long waiting time to see the doctor and having a short doctor visit is associated with very low overall patient satisfaction. CONCLUSION: The time spent with the physician is a stronger predictor of patient satisfaction than is the time spent in the waiting room. These results suggest that shortening patient waiting times at the expense of time spent with the patient to improve patient satisfaction scores would be counter-productive.", "publicationTitle": "BMC Health Services Research", "publisher": "", "place": "", "date": "2007", "volume": "7", "issue": "", "section": "", "partNumber": "", "partTitle": "", "pages": "31", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "BMC Health Serv Res", "DOI": "10.1186/1472-6963-7-31", "citationKey": "", "url": "http://www.biomedcentral.com/1472-6963/7/31", "accessDate": "2010-05-18T19:36:04Z", "PMID": "", "PMCID": "", "ISSN": "1472-6963", "archive": "", "archiveLocation": "", "shortTitle": "Willing to wait?", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17328807", "tags": [ { "tag": "Adolescent", "type": 1 }, { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Cross-Sectional Studies", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Logistic Models", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Primary Health Care", "type": 1 }, { "tag": "TMA ATC" }, { "tag": "Time Factors", "type": 1 }, { "tag": "United States", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/TGHF4D67" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "XWTTGKZ4", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/XWTTGKZ4", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/XWTTGKZ4", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Tricare", "parsedDate": "2000-08-01", "numChildren": 1 }, "data": { "key": "XWTTGKZ4", "version": 1, "itemType": "document", "title": "Tricare Standardized Appointment Types Operational Definitions & Scenarios", "creators": [ { "creatorType": "author", "firstName": "", "lastName": "Tricare" } ], "abstractNote": "", "type": "", "date": "1 August 2000", "publisher": "Tricare Management Activity", "place": "", "DOI": "", "citationKey": "", "url": "http://www.tricare.mil/tma/tai/downloads/policies/Operational_Definitions_Scenarios.pdf", "accessDate": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "", "rights": "", "extra": "", "tags": [ { "tag": "TMA ATC" } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/8PTURBNF" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "TSG992Z2", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/TSG992Z2", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/TSG992Z2", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Leddy et al.", "parsedDate": "2003-06", "numChildren": 1 }, "data": { "key": "TSG992Z2", "version": 1, "itemType": "journalArticle", "title": "Timeliness in ambulatory care treatment. An examination of patient satisfaction and wait times in medical practices and outpatient test and treatment facilities", "creators": [ { "creatorType": "author", "firstName": "Kelly M", "lastName": "Leddy" }, { "creatorType": "author", "firstName": "Dennis O", "lastName": "Kaldenberg" }, { "creatorType": "author", "firstName": "Boris W", "lastName": "Becker" } ], "abstractNote": "Timeliness, one of the Institute of Medicine's six aims for improving the quality of health care, is an important yet understudied aspect of health care. It has been well documented as a factor influencing satisfaction in many other service industries but not as frequently in health care, especially outside of the emergency department. This article examines current trends with wait times and their effect on overall satisfaction with care in physician's offices and outpatient test and treatment facilities offering both analysis of the current situation and recommendations for improvement in the future.", "publicationTitle": "The Journal of Ambulatory Care Management", "publisher": "", "place": "", "date": "2003 Apr-Jun", "volume": "26", "issue": "2", "section": "", "partNumber": "", "partTitle": "", "pages": "138-149", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "J Ambul Care Manage", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/12698928", "accessDate": "2010-05-18T19:36:38Z", "PMID": "", "PMCID": "", "ISSN": "0148-9917", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 12698928", "tags": [ { "tag": "Adolescent", "type": 1 }, { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Aged, 80 and over", "type": 1 }, { "tag": "Ambulatory Care", "type": 1 }, { "tag": "Appointments and Schedules", "type": 1 }, { "tag": "Child", "type": 1 }, { "tag": "Child, Preschool", "type": 1 }, { "tag": "Efficiency, Organizational", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Infant", "type": 1 }, { "tag": "Infant, Newborn", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Practice Management, Medical", "type": 1 }, { "tag": "Quality of Health Care", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "Sex Factors", "type": 1 }, { "tag": "TMA ATC" }, { "tag": "Time Factors", "type": 1 }, { "tag": "United States", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/QUQENJMT" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "FW2WDT74", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/FW2WDT74", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/FW2WDT74", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Camacho et al.", "parsedDate": "2006-12", "numChildren": 1 }, "data": { "key": "FW2WDT74", "version": 1, "itemType": "journalArticle", "title": "The relationship between patient's perceived waiting time and office-based practice satisfaction", "creators": [ { "creatorType": "author", "firstName": "Fabian", "lastName": "Camacho" }, { "creatorType": "author", "firstName": "Roger", "lastName": "Anderson" }, { "creatorType": "author", "firstName": "Anne", "lastName": "Safrit" }, { "creatorType": "author", "firstName": "Alison Snow", "lastName": "Jones" }, { "creatorType": "author", "firstName": "Peter", "lastName": "Hoffmann" } ], "abstractNote": "BACKGROUND: The amount of waiting time a patient experiences in a primary care or specialty care outpatient setting may have an effect on patient satisfaction and may depend on other visit characteristics. We sought to investigate and quantify the association between waiting time and satisfaction outcomes in clinics belonging to the Wake Forest University Baptist Medical Center and assess how this relationship varies by time spent with the provider. METHODS: Cross-sectional survey data was collected at point of care from 18 primary and specialty care clinics at the Center Overall satisfaction with provider care, the office ratings, and willingness to return were each rated on a 0-to-10-point scale. Multivariate and logistic regressions were performed to examine the relationship between waiting time and outcomes. Covariates included visit time spent with physician, patient care processes, visit convenience, and demographics. RESULTS: 2,444 cases were analyzed Waiting time significantly predicted provider ratings. When time spent with the physician was five minutes or less, provider ratings decreased by 0.3 rating points for each 10-minute increase in waiting time. When time spent with the physician was greater than five minutes, provider ratings decreased by 0.1 rating points for each 10-minute increase in waiting time. The association between waiting time and office satisfaction showed a similar pattern; increased waits also decreased willingness to return (odds decrease by 2% per minute). LIMITATIONS: Results may be affected by unreliability of the measures used and from possible selection bias. There is also concern over missing confounders. CONCLUSIONS: Our findings confirm that reduced waiting time may lead to increased patient satisfaction and greater willingness to return in primary and specialty care outpatient settings. Furthermore, increased waiting time combined with reduced time spent with the physician coincide with noticeable drops in patient satisfaction.", "publicationTitle": "North Carolina Medical Journal", "publisher": "", "place": "", "date": "2006 Nov-Dec", "volume": "67", "issue": "6", "section": "", "partNumber": "", "partTitle": "", "pages": "409-413", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "N C Med J", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/17393701", "accessDate": "2010-05-18T19:35:15Z", "PMID": "", "PMCID": "", "ISSN": "0029-2559", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17393701", "tags": [ { "tag": "Appointments and Schedules", "type": 1 }, { "tag": "Cross-Sectional Studies", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Office Visits", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Primary Health Care", "type": 1 }, { "tag": "TMA ATC" }, { "tag": "Time Factors", "type": 1 }, { "tag": "United States", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/7K7XKIJH" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "A2SVS2E3", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/A2SVS2E3", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/A2SVS2E3", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Hornik", "parsedDate": "1984-06", "numChildren": 1 }, "data": { "key": "A2SVS2E3", "version": 1, "itemType": "journalArticle", "title": "Subjective vs. Objective Time Measures: A Note on the Perception of Time in Customer Behavior", "creators": [ { "creatorType": "author", "firstName": "Jacob", "lastName": "Hornik" } ], "abstractNote": "", "publicationTitle": "The Journal of Consumer Research", "publisher": "", "place": "", "date": "Jun 1984", "volume": "Vol. 11", "issue": "No. 1", "section": "", "partNumber": "", "partTitle": "", "pages": "615-618", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "JSTOR", "DOI": "", "citationKey": "", "url": "http://www.jstor.org/pss/2489149?cookieSet=1", "accessDate": "2010-05-17T21:47:50Z", "PMID": "", "PMCID": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "", "rights": "", "extra": "", "tags": [ { "tag": "TMA ATC" } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/UDF3APG8" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "QTQTG3WI", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/QTQTG3WI", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/QTQTG3WI", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Meng et al.", "parsedDate": "1997-04", "numChildren": 1 }, "data": { "key": "QTQTG3WI", "version": 1, "itemType": "journalArticle", "title": "Satisfaction with access to and quality of health care among Medicare enrollees in a health maintenance organization", "creators": [ { "creatorType": "author", "firstName": "Y Y", "lastName": "Meng" }, { "creatorType": "author", "firstName": "D E", "lastName": "Jatulis" }, { "creatorType": "author", "firstName": "J P", "lastName": "McDonald" }, { "creatorType": "author", "firstName": "A P", "lastName": "Legorreta" } ], "abstractNote": "This study was designed to determine the levels and predictors of Medicare enrollees' satisfaction with access to medical care and quality of health care in a health maintenance organization. Data collected by an instrument adapted from the Group Health Association of America's Consumer Satisfaction Survey were analyzed after being linked with administrative data. In general, Medicare enrollees reported high satisfaction with both access to and quality of health care. Most members (96%) rated skill, experience, and training of physicians and the friendliness and courtesy of the staff favorably. A lower percentage of members (77%) rated favorably the ability to contact a physician after hours. Levels of satisfaction were essentially not explained by patient characteristics such as age, sex, geographic region, medications, or utilization. Stepwise regression identified the ease of arranging appointments as the strongest predictor of satisfaction, with access to care and outcomes of medical care as the strongest predictor of overall satisfaction with quality of health care. These findings indicate that items that members rated least favorably, such as ability to contact a physician after hours, added little to the prediction of satisfaction with access to and quality of health care.", "publicationTitle": "The Western Journal of Medicine", "publisher": "", "place": "", "date": "Apr 1997", "volume": "166", "issue": "4", "section": "", "partNumber": "", "partTitle": "", "pages": "242-247", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "West. J. Med", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/9168681", "accessDate": "2010-05-18T19:36:42Z", "PMID": "", "PMCID": "", "ISSN": "0093-0415", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 9168681", "tags": [ { "tag": "Aged", "type": 1 }, { "tag": "Aged, 80 and over", "type": 1 }, { "tag": "Data Collection", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Maintenance Organizations", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Medicare", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Multivariate Analysis", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Quality of Health Care", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "Regression Analysis", "type": 1 }, { "tag": "Sampling Studies", "type": 1 }, { "tag": "TMA ATC" }, { "tag": "United States", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/75TTU7FX" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "F3QBT49B", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/F3QBT49B", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/F3QBT49B", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Rodriguez et al.", "parsedDate": "2008-02", "numChildren": 0 }, "data": { "key": "F3QBT49B", "version": 1, "itemType": "journalArticle", "title": "Relation of patients' experiences with individual physicians to malpractice risk", "creators": [ { "creatorType": "author", "firstName": "Hector P", "lastName": "Rodriguez" }, { "creatorType": "author", "firstName": "Angie Mae C", "lastName": "Rodday" }, { "creatorType": "author", "firstName": "Richard E", "lastName": "Marshall" }, { "creatorType": "author", "firstName": "Kimberly L", "lastName": "Nelson" }, { "creatorType": "author", "firstName": "William H", "lastName": "Rogers" }, { "creatorType": "author", "firstName": "Dana G", "lastName": "Safran" } ], "abstractNote": "OBJECTIVE: Patient care experience survey data might be useful for managing individual physician malpractice risk, but available evidence is limited. This study assesses whether patients' experiences with individual physicians, as measured by a validated survey, are associated with patient complaints and malpractice lawsuits. DESIGN: Random samples of active patients in physicians' panels, with sample sizes adequate to provide highly reliable, stable information about patients' experiences with each physician (n = 19 202, average respondents per physician = 119) were used to assess the relation of patient survey measures to malpractice risk. SETTING: A large multi-specialty physician organization in eastern Massachusetts, USA. PARTICIPANTS: Physicians providing care for at least 5 years in adult primary care and select high-risk specialty departments between January 1996 and December 2005 (n = 161). MAIN OUTCOME MEASURES: Patient complaints (2001-05) and malpractice lawsuits (1996-2005). RESULTS: Compared to primary care physicians, high-risk specialists had a lower patient complaint rate (0.34 vs. 1.36 complaints per patient care full time equivalent; P < 0.001), but a higher lawsuit rate (0.09 vs. 0.05 lawsuits per patient care full time equivalent; P = 0.02). Irrespective of physician specialty, the quality of physician-patient interactions (IRR = 0.61; P < 0.001) and care coordination (IRR = 0.65; P < 0.001) were inversely associated with patient complaints. Patient survey measures were not associated with malpractice lawsuits. CONCLUSIONS: The results underscore the challenges organizations face when attempting to use patient survey data to manage individual physician medical malpractice risk. Because lawsuits are infrequent events, calibrating these validated patient survey measures to malpractice lawsuit risk will require large physician samples from diverse practices.", "publicationTitle": "International Journal for Quality in Health Care: Journal of the International Society for Quality in Health Care / ISQua", "publisher": "", "place": "", "date": "Feb 2008", "volume": "20", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "5-12", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Int J Qual Health Care", "DOI": "10.1093/intqhc/mzm065", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/18055504", "accessDate": "2010-05-18T19:37:21Z", "PMID": "", "PMCID": "", "ISSN": "1353-4505", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 18055504", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Group Practice", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Malpractice", "type": 1 }, { "tag": "Massachusetts", "type": 1 }, { "tag": "Medicine", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Risk Management", "type": 1 }, { "tag": "Specialization", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/RAET2K7B" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "F2PSW7Z7", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/F2PSW7Z7", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/F2PSW7Z7", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Slowiak et al.", "parsedDate": "2008-06", "numChildren": 1 }, "data": { "key": "F2PSW7Z7", "version": 1, "itemType": "journalArticle", "title": "Reducing wait time in a hospital pharmacy to promote customer service", "creators": [ { "creatorType": "author", "firstName": "Julie M", "lastName": "Slowiak" }, { "creatorType": "author", "firstName": "Bradley E", "lastName": "Huitema" }, { "creatorType": "author", "firstName": "Alyce M", "lastName": "Dickinson" } ], "abstractNote": "PURPOSE: The purpose of this study was to compare the effects of 2 different interventions on wait times at a hospital outpatient pharmacy: (1) giving feedback to employees about customer satisfaction with wait times and (2) giving a combined intervention package that included giving more specific feedback about actual wait times and goal setting for wait time reduction in addition to the customer satisfaction feedback. The relationship between customer satisfaction ratings and wait times was examined to determine whether wait times affected customer service satisfaction. SUBJECTS AND METHODS: Participants were 10 employees (4 pharmacists and 6 technicians) of an outpatient pharmacy. Wait times and customer satisfaction ratings were collected for \"waiting customers.\" An ABCBA' within-subjects design was used to assess the effects of the interventions on both wait time and customer satisfaction, where A was the baseline (no feedback and no goal setting); B was the customer satisfaction feedback; C was the customer satisfaction feedback, the wait time feedback, and the goal setting for wait time reduction; and A' was a follow-up condition that was similar to the original baseline condition. RESULTS AND CONCLUSIONS: Wait times were reduced by approximately 20%, and there was concomitant increased shift in levels of customer satisfaction, as indicated by the correlation between these variables (r = -0.57 and P < .05). Given the current prescription-filling process, we do not expect that major, additional reductions in wait times could be produced. Many variables may account for the variability in any individual customer's wait time. Data from this study may provide useful preliminary benchmarking data for standard pharmacy wait times.", "publicationTitle": "Quality Management in Health Care", "publisher": "", "place": "", "date": "2008 Apr-Jun", "volume": "17", "issue": "2", "section": "", "partNumber": "", "partTitle": "", "pages": "112-127", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Qual Manag Health Care", "DOI": "10.1097/01.QMH.0000316989.48673.49", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/18425025", "accessDate": "2010-05-18T19:37:44Z", "PMID": "", "PMCID": "", "ISSN": "1063-8628", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 18425025", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "Consumer Satisfaction", "type": 1 }, { "tag": "Efficiency, Organizational", "type": 1 }, { "tag": "Feedback", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Michigan", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Pharmacy Service, Hospital", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "TMA ATC" }, { "tag": "Waiting Lists", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/ZIVJZCGA" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "UHSDWUCN", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/UHSDWUCN", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/UHSDWUCN", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Sun et al.", "parsedDate": "2003-04", "numChildren": 0 }, "data": { "key": "UHSDWUCN", "version": 1, "itemType": "journalArticle", "title": "Predictors and outcomes of frequent emergency department users", "creators": [ { "creatorType": "author", "firstName": "Benjamin C", "lastName": "Sun" }, { "creatorType": "author", "firstName": "Helen R", "lastName": "Burstin" }, { "creatorType": "author", "firstName": "Troyen A", "lastName": "Brennan" } ], "abstractNote": "OBJECTIVE: To identify predictors and outcomes associated with frequent emergency department (ED) users. METHODS: Cross-sectional intake surveys, medical chart reviews, and telephone follow-up interviews of patients presenting with selected chief complaints were performed at five urban EDs during a one-month study period in 1995. Frequent use was defined by four or more self-reported, prior ED visits. Multivariate logistic regression identified predictors of frequent ED visitors from five domains (demographics, health status, health access, health care preference, and severity of acute illness). Associations between high use and selected outcomes were assessed with logistic regression models. RESULTS: All study components were completed by 2,333 of 3,455 eligible patients (67.5%). Demographics predicting frequent use included being a single parent, single or divorced marital status, high school education or less, and income of less than $10,000 (1995). Health status predictors included hospitalization in the preceding three months, high ratings of psychological distress, and asthma. Health access predictors included identifying an ED or a hospital clinic as the primary care site, having a primary care physician (PCP), and visiting a PCP in the past month. Choosing the ED for free care was the only health preference predictive of heavy use. Illness severity measures were higher in frequent visitors, although these were not independently predictive in the multivariate model. Outcomes correlated with heavy use include increased hospital admissions, higher rates of ED return visits, and lower patient satisfaction, but not willingness to return to the ED or follow-up with a doctor. CONCLUSIONS: Frequent ED visits are associated with socioeconomic distress, chronic illness, and high use of other health resources. Efforts to reduce ED visits require addressing the unique needs of these patients in the emergency and primary care settings.", "publicationTitle": "Academic Emergency Medicine: Official Journal of the Society for Academic Emergency Medicine", "publisher": "", "place": "", "date": "Apr 2003", "volume": "10", "issue": "4", "section": "", "partNumber": "", "partTitle": "", "pages": "320-328", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Acad Emerg Med", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/12670845", "accessDate": "2010-05-18T19:36:25Z", "PMID": "", "PMCID": "", "ISSN": "1069-6563", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 12670845", "tags": [ { "tag": "Acute Disease", "type": 1 }, { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Aged, 80 and over", "type": 1 }, { "tag": "Analysis of Variance", "type": 1 }, { "tag": "Cross-Sectional Studies", "type": 1 }, { "tag": "Data Collection", "type": 1 }, { "tag": "Emergency Service, Hospital", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Services Misuse", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Logistic Models", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Medicaid", "type": 1 }, { "tag": "Medicare", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Outcome Assessment (Health Care)", "type": 1 }, { "tag": "Quality of Health Care", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "Severity of Illness Index", "type": 1 }, { "tag": "Socioeconomic Factors", "type": 1 }, { "tag": "United States", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/HUTNIVZA" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "M95NH9C6", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/M95NH9C6", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/M95NH9C6", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Howard et al.", "parsedDate": "2009-10", "numChildren": 1 }, "data": { "key": "M95NH9C6", "version": 1, "itemType": "journalArticle", "title": "Patient satisfaction with access in two interprofessional academic family medicine clinics", "creators": [ { "creatorType": "author", "firstName": "Michelle", "lastName": "Howard" }, { "creatorType": "author", "firstName": "Gina", "lastName": "Agarwal" }, { "creatorType": "author", "firstName": "Linda", "lastName": "Hilts" } ], "abstractNote": "BACKGROUND: Satisfaction with access to primary care is one component of overall patient satisfaction. The objectives of this paper were to describe patient satisfaction with access in interprofessional family practices and to examine predictors of being less than satisfied with access. METHODS: A survey was mailed to 770 randomly selected patients in two academic interprofessional family practices in Hamilton, Canada. Most items were positively worded statements on a five-point scale from strongly agree to strongly disagree. Outcomes were the proportion of respondents agreeing with statements regarding access. For items where > or =25% of respondents did not agree, we examined socio-demographic predictors of disagreement using multiple variable logistic regression. RESULTS: The response rate was 49.9% (384/770). One-quarter or more of respondents did not agree that they received an explanation if the appointment was delayed at the office, obtain urgent appointments, obtain prescription refills without a visit or that wait times at the office were reasonable. Predictors of not agreeing included younger age, being married or single, more educated, employed and of non-white ethnicity. Less than 10 minutes was the most satisfactory wait time for the appointment to begin; however, the most common wait time reported was 11-20 minutes. One-quarter of respondents had visited the weekend/holiday clinic in the past 12 months; however, use was not associated with perceived ability to obtain an appointment in 1-2 days. CONCLUSIONS: While satisfaction was generally high, some aspects of access could be improved by changes in practice organization or patient education regarding expectations.", "publicationTitle": "Family Practice", "publisher": "", "place": "", "date": "Oct 2009", "volume": "26", "issue": "5", "section": "", "partNumber": "", "partTitle": "", "pages": "407-412", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Fam Pract", "DOI": "10.1093/fampra/cmp049", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/19592414", "accessDate": "2010-05-18T19:37:35Z", "PMID": "", "PMCID": "", "ISSN": "1460-2229", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 19592414", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "After-Hours Care", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Ambulatory Care", "type": 1 }, { "tag": "Family Practice", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Logistic Models", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Ontario", "type": 1 }, { "tag": "Patient Care Team", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "TMA ATC" } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/NN74NDQ5" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "WTZ4FKPT", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/WTZ4FKPT", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/WTZ4FKPT", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Judice and Rockwell", "parsedDate": "1999", "numChildren": 1 }, "data": { "key": "WTZ4FKPT", "version": 1, "itemType": "journalArticle", "title": "Patient Perceptions of Physicians’ Time Management Behaviors: Satisfaction and Expectations", "creators": [ { "creatorType": "author", "firstName": "Denise", "lastName": "Judice" }, { "creatorType": "author", "firstName": "Patricia", "lastName": "Rockwell" } ], "abstractNote": "A sample of 105 patients completed a survey comprised of 27 items which asked them to indicate their perceptions of their personal physician’s time management behaviors, their expectations regarding these behaviors, and their level of satisfaction with their physician.\nModerately strong correlations were found between patient satisfaction and (1) physicians giving full attention to patients and (2) the perception that physicians are not busy with other tasks. Significant differences between expectations and reported behaviors were found for most behaviors tested, with large mean score differences occurring for (1) time spent with physician and (2) perception that physician schedules only one patient at a time. Even so, these large mean differences did not, consequently lead to decreased satisfaction.", "publicationTitle": "The International Electronic Journal of Health Education", "publisher": "", "place": "", "date": "1999", "volume": "1999", "issue": "2", "section": "", "partNumber": "", "partTitle": "", "pages": "76-80", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "IEJHE", "DOI": "", "citationKey": "", "url": "http://www.aahperd.org/aahe/publications/iejhe/loader.cfm?csModule=security/getfile&pageid=39348", "accessDate": "", "PMID": "", "PMCID": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "", "rights": "", "extra": "", "tags": [ { "tag": "TMA ATC" } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/UB883KJH" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "H3UNNURF", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/H3UNNURF", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/H3UNNURF", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Cooke et al.", "parsedDate": "2006-05", "numChildren": 1 }, "data": { "key": "H3UNNURF", "version": 1, "itemType": "journalArticle", "title": "Patient expectations of emergency department care: phase II--a cross-sectional survey", "creators": [ { "creatorType": "author", "firstName": "Timothy", "lastName": "Cooke" }, { "creatorType": "author", "firstName": "Denise", "lastName": "Watt" }, { "creatorType": "author", "firstName": "William", "lastName": "Wertzler" }, { "creatorType": "author", "firstName": "Hude", "lastName": "Quan" } ], "abstractNote": "OBJECTIVES: To explore emergency department (ED) patient expectations regarding staff communication with patients, wait times, the triage process and information management. METHODS: We conducted a cross-sectional English-language telephone survey among patients aged 18 years or older who visited the EDs in the Calgary Health Region in 2002. Survey items were based on a preceding qualitative study. RESULTS: Of the 941 surveys, 837 were analyzed. Patients placed the highest importance on the explanation of test results (96.5%), a description of circumstances that would require the patient to return to the ED (94.4%), the use of plain language (92.1%) and the reason for the tests (90.8%). Seventy-six percent of patients felt that ED staff should update patients every 30 minutes or less, 51.3% expected patients with non-life threatening problems should wait <1 hour, and 58.3% expected that the tests should be done within 1 hour. Almost two-thirds of the patients (64.4%) believed that the most serious patients should be seen first; 59.3% felt that the seriousness of medical concern should be determined by a triage nurse, and 63.9% thought that their personal health records should be immediately available to the emergency physician without their consent. The actual length of stay was significantly longer than expected length of stay for all patient groups, with Canadian Emergency Department Triage and Acuity Scale Levels IV and V patients expecting a shorter wait than patients in more urgent triage groups. Triage level effects on other expectations were not observed. CONCLUSIONS: ED patient expectations appear to be similar across all triage levels. Patients value effective communication and short wait times over many other aspects of care. They have expectations for short wait times that are met infrequently and are currently unattainable in many Canadian EDs. Although it may be neither feasible nor desirable to meet all patient expectations, increased focus on wait times and staff communication may increase both ED efficiency and patient satisfaction.", "publicationTitle": "CJEM: Canadian Journal of Emergency Medical Care = JCMU: Journal Canadien De Soins Médicaux D'urgence", "publisher": "", "place": "", "date": "May 2006", "volume": "8", "issue": "3", "section": "", "partNumber": "", "partTitle": "", "pages": "148-157", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "CJEM", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/17320008", "accessDate": "2010-05-18T19:36:56Z", "PMID": "", "PMCID": "", "ISSN": "1481-8035", "archive": "", "archiveLocation": "", "shortTitle": "Patient expectations of emergency department care", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17320008", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Alberta", "type": 1 }, { "tag": "Cross-Sectional Studies", "type": 1 }, { "tag": "Emergency Service, Hospital", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Hospital Communication Systems", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Outcome Assessment (Health Care)", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Professional-Patient Relations", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "TMA ATC" }, { "tag": "Triage", "type": 1 }, { "tag": "Waiting Lists", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/SG3PUD5I" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "PET4TNQS", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/PET4TNQS", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/PET4TNQS", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "DeLaurentis et al.", "parsedDate": "2006", "numChildren": 1 }, "data": { "key": "PET4TNQS", "version": 1, "itemType": "conferencePaper", "title": "Open Access Appointment Scheduling—An Experience At A Community Clinic", "creators": [ { "creatorType": "author", "firstName": "Po-Ching", "lastName": "DeLaurentis" }, { "creatorType": "author", "firstName": "Renata", "lastName": "Kopach" }, { "creatorType": "author", "firstName": "Rardin", "lastName": "Ronald" }, { "creatorType": "author", "firstName": "Mark", "lastName": "Lawley" }, { "creatorType": "author", "firstName": "Kumar", "lastName": "Muthuraman" }, { "creatorType": "author", "firstName": "Wan", "lastName": "Hong" }, { "creatorType": "author", "firstName": "Leyla", "lastName": "Ozsen" }, { "creatorType": "author", "firstName": "Paul", "lastName": "Intrevado" } ], "abstractNote": "This study concerns the execution of open access appointment scheduling system at an urban outpatient clinic. The clinic underwent a change of its patient appointment scheduling policy from the traditional up-to-one- year fixed booking to the same-day appointment open access system. In this study, we developed a queueing network and a simulation model that help the decision making process of the clinic’s scheduling policy. From the analytical results and anecdotal evidence, we also discovered the important factors for successfully implementing of open access.", "proceedingsTitle": "Proceedings of 2006 IIE Annual Conference and Exposition", "conferenceName": "", "publisher": "", "place": "Orlando, FL", "date": "2006", "eventPlace": "", "volume": "", "issue": "", "numberOfVolumes": "", "pages": "", "series": "", "seriesNumber": "", "DOI": "", "ISBN": "", "citationKey": "", "url": "http://web.mac.com/leyla_ozsen/Site/Publications_files/IERC06%20open%20access%20paper%20final%20v11.pdf", "accessDate": "2010-05-17T18:37:55Z", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "", "rights": "", "extra": "School of Industrial Engineering, Purdue niversity, West Lafayette, IN 47907, U.S.A.", "tags": [], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/NQ47T4GD" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "8ZIU82AN", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/8ZIU82AN", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/8ZIU82AN", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Schneider et al.", "parsedDate": "2001-12", "numChildren": 1 }, "data": { "key": "8ZIU82AN", "version": 1, "itemType": "journalArticle", "title": "National quality monitoring of Medicare health plans: the relationship between enrollees' reports and the quality of clinical care", "creators": [ { "creatorType": "author", "firstName": "E C", "lastName": "Schneider" }, { "creatorType": "author", "firstName": "A M", "lastName": "Zaslavsky" }, { "creatorType": "author", "firstName": "B E", "lastName": "Landon" }, { "creatorType": "author", "firstName": "T R", "lastName": "Lied" }, { "creatorType": "author", "firstName": "S", "lastName": "Sheingold" }, { "creatorType": "author", "firstName": "P D", "lastName": "Cleary" } ], "abstractNote": "BACKGROUND: The clinical quality of health plans varies. The associations between different measures of health plan quality are incompletely understood. OBJECTIVE: To assess the relationships between enrollee reports on the quality of health plans as measured by the Consumer Assessment of Health Plans Study (CAHPS 2.0) survey and the clinical quality of care measured by the Medicare Health Plan Employer Data and Information Set (HEDIS). DESIGN: Observational cohort study. SAMPLE: National sample of 233 Medicare health plans that reported data using the CAHPS 2.0 survey and Medicare HEDIS during 1998. MEASURES: Five composite measures and four ratings derived from the CAHPS survey and six measures of clinical quality from Medicare HEDIS. RESULTS: Two composite measures (\"getting needed care\" and \"health plan information and customer service\") were significantly associated with most of the HEDIS clinical quality measures. The proportion of enrollees having a personal doctor was also significantly associated with rates of mammography, eye exams for diabetics, beta-blocker use after myocardial infarction, and follow-up after mental health hospitalization. Enrollees' ratings of health plan care were less consistently associated with HEDIS performance. In multivariable analyses, the measure of health plan communication (\"health plan information and customer service\") was the most consistent predictor of HEDIS performance. CONCLUSIONS: The pattern of associations we observed among some of the measures suggests that the CAHPS survey and HEDIS are complementary quality monitoring strategies. Our results suggest that health plans that provide better access and customer service also provide better clinical care.", "publicationTitle": "Medical Care", "publisher": "", "place": "", "date": "Dec 2001", "volume": "39", "issue": "12", "section": "", "partNumber": "", "partTitle": "", "pages": "1313-1325", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Med Care", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/11717573", "accessDate": "2010-05-18T19:36:33Z", "PMID": "", "PMCID": "", "ISSN": "0025-7079", "archive": "", "archiveLocation": "", "shortTitle": "National quality monitoring of Medicare health plans", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 11717573", "tags": [ { "tag": "Aged", "type": 1 }, { "tag": "Cohort Studies", "type": 1 }, { "tag": "Consumer Satisfaction", "type": 1 }, { "tag": "Health Benefit Plans, Employee", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Information Services", "type": 1 }, { "tag": "Linear Models", "type": 1 }, { "tag": "Managed Care Programs", "type": 1 }, { "tag": "Medicare Part C", "type": 1 }, { "tag": "Quality Assurance, Health Care", "type": 1 }, { "tag": "Quality Indicators, Health Care", "type": 1 }, { "tag": "TMA ATC" }, { "tag": "United States", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/M37TUTT5" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "Z6ATRBA6", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/Z6ATRBA6", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/Z6ATRBA6", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Otani et al.", "parsedDate": "2005-10", "numChildren": 1 }, "data": { "key": "Z6ATRBA6", "version": 1, "itemType": "journalArticle", "title": "Managing primary care using patient satisfaction measures", "creators": [ { "creatorType": "author", "firstName": "Koichiro", "lastName": "Otani" }, { "creatorType": "author", "firstName": "Richard S", "lastName": "Kurz" }, { "creatorType": "author", "firstName": "Lisa E", "lastName": "Harris" } ], "abstractNote": "Our study aimed to identify which attributes of a primary healthcare experience have the most impact on patient satisfaction as well as which aspects of each attribute are most significant in patients' response to the services they receive. The three attributes examined in this study were access, staff care, and physician care. Analyses of the aspects of each attribute controlled for age, gender, and race. Data used in this study were obtained through a survey questionnaire with random sampling, resulting in the sample size of 8,465. The psychometric properties of the questionnaire were also examined and showed appropriate reliability and validity. The multiple regression analysis showed that among the three attributes, physician care was most influential, closely followed by staff care, with access having much less influence. Further analyses revealed that specific aspects of each attribute were more influential on patient satisfaction. Within the physician care attribute, patients were found to be rational consumers who were looking for surrogate indicators of correct diagnosis and treatment options among the measures available to them. They were much less likely to be influenced by so-called bedside manner. Within the staff care attribute, willingness and compassionate behaviors of staff and prompt service were most important. Within the access attribute, patients sought caring interaction with appointment personnel. After considering the findings, we discuss possible actions for healthcare managers.", "publicationTitle": "Journal of Healthcare Management / American College of Healthcare Executives", "publisher": "", "place": "", "date": "2005 Sep-Oct", "volume": "50", "issue": "5", "section": "", "partNumber": "", "partTitle": "", "pages": "311-324; discussion 324-325", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "J Healthc Manag", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/16268410", "accessDate": "2010-05-18T19:37:01Z", "PMID": "", "PMCID": "", "ISSN": "1096-9012", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 16268410", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Ambulatory Care Information Systems", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Group Practice", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Indiana", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Managed Care Programs", "type": 1 }, { "tag": "Medical Records Systems, Computerized", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Primary Health Care", "type": 1 }, { "tag": "Professional-Patient Relations", "type": 1 }, { "tag": "Psychometrics", "type": 1 }, { "tag": "Quality Indicators, Health Care", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "TMA ATC" } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/GCFT2JDC" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "B6GA6SGS", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/B6GA6SGS", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/B6GA6SGS", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Lin et al.", "parsedDate": "2001-06-11", "numChildren": 0 }, "data": { "key": "B6GA6SGS", "version": 1, "itemType": "journalArticle", "title": "Is patients' perception of time spent with the physician a determinant of ambulatory patient satisfaction?", "creators": [ { "creatorType": "author", "firstName": "C T", "lastName": "Lin" }, { "creatorType": "author", "firstName": "G A", "lastName": "Albertson" }, { "creatorType": "author", "firstName": "L M", "lastName": "Schilling" }, { "creatorType": "author", "firstName": "E M", "lastName": "Cyran" }, { "creatorType": "author", "firstName": "S N", "lastName": "Anderson" }, { "creatorType": "author", "firstName": "L", "lastName": "Ware" }, { "creatorType": "author", "firstName": "R J", "lastName": "Anderson" } ], "abstractNote": "BACKGROUND: Time management in ambulatory patient visits is increasingly critical. Do patients who perceive a longer visit with internists report increased satisfaction? METHODS: Prospective survey of 1486 consecutively encountered ambulatory visits to 16 primary care physicians (PCPs) in an academic primary care clinic. Patients were queried regarding demographics, health status, perception of time spent before and after ambulatory visits, whether the physician appeared rushed, and visit satisfaction. Physicians were queried regarding time spent, estimated patient satisfaction, and whether they felt rushed. RESULTS: In 69% of 1486 consecutive visits, patient previsit expectation of visit duration was 20 minutes or less. Patient and PCP postvisit estimates of time spent significantly exceeded patient previsit time expectation. Patients who estimated that they spent more time than expected with the PCP were significantly more satisfied with the visit. When patient postvisit estimate of time spent was less than the previsit expectation, visit satisfaction was significantly lower independent of time spent. Patient worry about health and lower self-perceived health status were significantly associated with patient expectation for longer visits. Primary care physicians felt rushed in 10% of encounters. Although PCPs estimated patient satisfaction was significantly lower when they felt rushed, patient satisfaction was identical when PCPs did and did not feel rushed. Patients indicated that PCPs appeared rushed in 3% of encounters, but this perception did not affect patient satisfaction. CONCLUSION: Perceived ambulatory visit duration and meeting or exceeding patient expectation of time needed to be spent with the physician are determinants of patient satisfaction in an ambulatory internal medicine practice.", "publicationTitle": "Archives of Internal Medicine", "publisher": "", "place": "", "date": "Jun 11, 2001", "volume": "161", "issue": "11", "section": "", "partNumber": "", "partTitle": "", "pages": "1437-1442", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Arch. Intern. Med", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/11386893", "accessDate": "2010-05-18T19:37:30Z", "PMID": "", "PMCID": "", "ISSN": "0003-9926", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 11386893", "tags": [ { "tag": "Ambulatory Care", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Internal Medicine", "type": 1 }, { "tag": "Office Visits", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Prospective Studies", "type": 1 }, { "tag": "Quality of Health Care", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "Random Allocation", "type": 1 }, { "tag": "Time Factors", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/V4QAZA9C" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } }, { "key": "RXD6MW5F", "version": 1, "library": { "type": "group", "id": 23639, "name": "Access to Care_Closed Group", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/23639/items/RXD6MW5F", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care_closed_group/items/RXD6MW5F", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Gerard et al.", "parsedDate": "2008-04", "numChildren": 0 }, "data": { "key": "RXD6MW5F", "version": 1, "itemType": "journalArticle", "title": "Is fast access to general practice all that should matter? A discrete choice experiment of patients' preferences", "creators": [ { "creatorType": "author", "firstName": "Karen", "lastName": "Gerard" }, { "creatorType": "author", "firstName": "Chris", "lastName": "Salisbury" }, { "creatorType": "author", "firstName": "Deborah", "lastName": "Street" }, { "creatorType": "author", "firstName": "Catherine", "lastName": "Pope" }, { "creatorType": "author", "firstName": "Helen", "lastName": "Baxter" } ], "abstractNote": "OBJECTIVES: To determine the relative importance of factors that influence patient choice in the booking of general practice appointments for two health problems. METHODS: Two discrete choice experiments incorporated into a survey of general practice patients and qualitative methods to support survey development. RESULTS: An overall response of 94% (1052/1123) was achieved. Factors influencing the average respondent's choice of appointment, in order of importance, were: seeing a doctor of choice; booking at a convenient time of day; seeing any available doctor; and having an appointment sooner rather than later (acute, low worry condition). This finding was the same for an ongoing, high worry condition but in addition the duration of the appointment was also of (small) value. Patients traded off speed of access for more convenient appointment times (a willingness to wait an extra 2.5-3 days longer to get a convenient time slot for an acute low worry/ongoing, high worry condition, respectively). However, contrary to expectation, patients were willing to trade off speed of access for continuity of care (e.g. willingness to wait five days longer to see the doctor of their choice for an acute, low worry condition). Preferences varied by a person's gender, work and carer status. CONCLUSIONS: Patients hold strong preferences for the way general practice appointment systems are managed. Contrary to current policy on improving access to primary care patients value a more complex mix of factors than fast access at all costs. It is important that policy-makers and practices take note of these preferences.", "publicationTitle": "Journal of Health Services Research & Policy", "publisher": "", "place": "", "date": "Apr 2008", "volume": "13 Suppl 2", "issue": "", "section": "", "partNumber": "", "partTitle": "", "pages": "3-10", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "J Health Serv Res Policy", "DOI": "10.1258/jhsrp.2007.007087", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/18416923", "accessDate": "2010-05-18T19:36:11Z", "PMID": "", "PMCID": "", "ISSN": "1355-8196", "archive": "", "archiveLocation": "", "shortTitle": "Is fast access to general practice all that should matter?", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 18416923", "tags": [ { "tag": "Choice Behavior", "type": 1 }, { "tag": "Family Practice", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Time Factors", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/18339/items/T9DGW725" }, "dateAdded": "2010-08-23T18:32:03Z", "dateModified": "2010-08-23T18:32:03Z" } } ]